Guest Service Associate- Bell

JOB TITLE:

Guest Service Associate- Bell

DIVISION:

Guest Services

REPORTS TO:

Front Office Manager
 

ABOUT ROSEWOOD HOTEL GEORGIA

Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver. First opened in 1927, the legendary award-winning hotel has been meticulously restored to its place as one of the most prominent hotels worldwide. Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award-winning dining, and Sense, a Rosewood Spa – the only 2 Key Michelin rated Hotel in Vancouver Canada, and the only city Hotel.
 
For generations, guests have indulged in Hotel Georgia's charming ambience, remarkable service and landmark location.

THE IMPACT OF THIS ROLE

The bellperson transports guest luggage to/from guestrooms. Escort guests to rooms and inform guests of all hotel services and features. Responsible for attending to immediate needs of each guest upon arrival and follow through attention throughout stay. Thorough knowledge of all hotel services and amenities. This shift may also require overnight availability as needed.

KEY RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
• Maintain professional appearance and follow the personal grooming and uniform standards.
• Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

• Maintain knowledge of:

• Scheduled daily activities.

• Daily arrivals/departures.
• Features and services provided by the hotel.

• Hours of operation for each outlet.

• Park guest vehicles in specified areas in a safe and efficient manner.

• Greet arriving guests/visitors; bid farewell to departing guests/visitors and invite them to return.
• Assist guests and visitors into and out of their vehicles.
• Provide claim check and instructs guests on how to reclaim vehicle.
• Retrieve customer vehicles from specified areas in a safe and efficient manner.
• Escort guests to the Front Desk and introduce guests to the Front Desk Agent or use technology.
• Relay accurate directions to guests/visitors within the hotel or regarding any destinations within the local area.
• Provide accurate and timely documentation and reports of departmental activities and status including claim checks, vehicle damage, statements, and conditions with require attention and or repair. Obeys all traffic laws on and off property.
• Anticipate customer needs such as opening of car doors, assistance with wheelchairs, holding umbrellas, etc.
• Handle valet tickets, keys, and equipment in accordance with company policies.
• Direct traffic at property entrance, hails taxicabs and stands at the front door or designated area to provide assistance.
• Confirm number of pieces and provide legible claim tickets to guests for their luggage.
• Transport guest luggage from the point of arrival at the hotel to their assigned room.
• Transport guest luggage from current room to reassigned room for room changes.
• Transport guest luggage from their room to the point of departure from the hotel.
• Assist in locating guest's lost luggage.
• Correctly tag, store, and retrieve luggage from holding room.
• Identify and explain hotel facilities and features to guests while escorting them to their room.
• Identify fire exit closest to guest's room and explain safety features of assigned room.
• Demonstrate use of room key to guests.
• Place guest luggage inside the room.

• Identify and explain guest room features to include use of:

• air conditioning/heat units and thermostat controls

• telephone
• television
• clock radio
• guest services directory
• mini-bar
• in room safe
• lights
• bathroom amenities
• valet/laundry services
• door lock
• ice service
• coffee maker

• On-command entertainment

• Offer packing/unpacking service; explain pressing and laundry service.

• Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
• Relay accurate directions to guests on inquiries of transportation within the local area.
• Maintain accurate log record of guest calls for Bell Person assistance.
• Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
• Remain in assigned postposition, maintaining correct stance.
• Retrieve guest dry cleaning/laundry from rooms and deliver processed items.

• Deliver items to guest rooms promptly to include:

• messages

• mail, faxes
• packages
• flowers
• sundry items requested by guest

• gift items

• Deliver newspapers to specified guestrooms.

• Monitor and maintain appearance of lobby areas and luggage holding room.
• Polish brass luggage carts and maintain cleanliness of carts.
• Assist concierge in guest inquiries during high traffic periods.
• Assist Door person and Valet as required.
• Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan.
• Report to the MODs any other relevant information or incidents during the shift operations.
• Perform all other duties assigned by management as required.

CRITICAL SKILLS & QUALIFICATIONS

Experience:
Prior hospitality experience, preferably in a similar position.

Education:
 High school diploma.

General Skills
: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills:
 Thorough knowledge of all hotel services and amenities; ability to provide clear directions.

Language:
 Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements:
 Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Licenses & Certifications:
 Valid Driver's license with a good driving record. Must be able to operate both standard and automatic transmissions.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Others

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While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.